Year: 2026
Type: article
Study design: Observational Study
Abstract: This study investigates how key exit experiential factors, including efficient checkout processes, employee farewell interactions, cleanliness and security at exit points, and post-purchase engagement influence consumer satisfaction and repurchase intention. Using data collected from 302 respondents via a structured questionnaire, the research applies structural equation modelling to test the proposed relationships. The findings reveal that operational efficiency, interpersonal warmth, and a clean, secure exit environment significantly enhance consumer satisfaction, which in turn drives repurchase intention. By integrating operational, interpersonal, environmental and post-purchase elements into a unified framework, the study offers a holistic view of the exit experience. The results yield both short-term and long-term managerial implications for improving customer experience in physical retail settings.
Source: Global Business Review
Author: Komal Chopra
Institution: Symbiosis International University
Language: English
Subfield: Marketing
Domain: Social Sciences
Open Access status: bronze
OpenAlex ID: W7154682487